So many of you may be wondering, which sites did a great job on Cyber Monday and which sites had epic fails. Well lucky for you, our good friends at STELLAService (hey we should partner with these genius'...stay tuned) put together a list of that exact information. Stella looked at both customer service of the online retailers through the phone, but also over email and the results are very interesting. A the top of the phone survey list with the shortest wait times on the busiest online shopping day of the year were perennial winners Nordstrom, Overstock.com, LL Bean, Zappos and Target. All five companies had average wait times under a minute and a half. The worst five were JC Penney, Dell, Kohls, HSN, and the worst offender (drum roll please) Sony.com with an average wait time of 11:20. Yikes. Keep in mind that often times the online version of a retailer is different from the physical stores, but still, how on earth can you not have extra staff on hand Sony? Unacceptable.
Not surprisingly, the results from the email survey were not that different from those of the phone survey. While companies like Amazon.com and Toys R Us had perfect ratings, JC Penney and Target.com were the worst. They must have been busy subscribing to some magazines. According to the report, the "STELLAService called, emailed and live chatted retailers each day over a 14 day period between Nov. 1 and Nov. 14 with general customer service questions. Then, over the Black Friday weekend, mystery shoppers contacted the companies several times each day at random blocks of time." So there you have it. If you want to read the whole article,
click here and check out the amazing work that STELLAService is doing when you get a chance. It's beyond impressive. Keep it up guys.
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Posted by GetHuman on Fri, 2 Dec 2011 8:18pm